Complaints Procedure

Last updated: October 2026

We always aim to give a personal, professional service. If something hasn’t gone right, we want to hear about it so we can put it right. This is how Riaz Residential Ltd, trading as Arfan Riaz Personal Estate Agent, handles complaints, in line with The Property Ombudsman (TPO) Codes of Practice.

Step 1: Tell us

Please contact us first. Many issues can be sorted quickly with a conversation.
Email: arfan@arfanriaz.com · Phone: 07894 160 617
Post: Riaz Residential Ltd, 12 London Road, Morden, SM4 5BQ

If you’d like to make a formal complaint, please put it in writing (email or letter). Include your name, contact details, the property address and a description of what went wrong, with any supporting documents.

Step 2: Acknowledgement within 3 working days

We will acknowledge your written complaint within 3 working days of receiving it and let you know what happens next.

Step 3: Investigation and full response within 15 working days

We will look into your complaint carefully and send you a full written response within 15 working days of receiving it. If we need more time, we will tell you why and when you can expect our reply.

Step 4: Final review

If you are not satisfied with our response, please tell us in writing and we will review your complaint again, independently of our first response where possible. We will send you our final written response (a “final viewpoint”) within 15 working days of your request for a review.

Step 5: The Property Ombudsman

If you are still not satisfied, you can refer your complaint to The Property Ombudsman, free of charge, once you have received our final viewpoint letter, or if more than 8 weeks have passed since you first made your complaint in writing. Please refer your complaint to TPO within 12 months of our final viewpoint.

The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Phone: 01722 333 306 · Email: admin@tpos.co.uk · Website: www.tpos.co.uk
Our TPO membership number: T06585

Client money protection

Client money is protected by the Propertymark Client Money Protection scheme. Certificate reference: C0132849, valid to 31 October 2027. View our CMP certificate (PDF) · Propertymark Client Money Protection rules

Company details

Riaz Residential Ltd · Registered address: 12 London Road, Morden, SM4 5BQ · Company registration number: 12271435 · VAT number: 498953411 · ICO registration: ZA837014